Auto Care Association Publishes Auto Care Factbook 2019 and Auto Care Factbook & Lang Annual 2019 -Auto Care Association Publishes Auto Care Factbook 2019 and Auto Care Factbook & Lang Annual 2019

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Auto Care Association Publishes Auto Care Factbook 2019 and Auto Care Factbook & Lang Annual 2019

“This edition of the Auto Care Factbook highlights many upward trends we are seeing in today’s $392 billion auto care industry,” said Bill Hanvey, president and CEO of the Auto Care Association.

Counterman Staff
By Counterman Staff
Published:

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The Auto Care Association has released its popular online publications the Auto Care Factbook 2019 and the Auto Care Factbook & Lang Annual 2019.

In the 28th edition, readers will find:

  • Updated “Key Economic Indicators 2014-2018” by Northwood University
  • The latest trends on supply, demand and CAGRs for technician employment
  • An extended industry forecast through 2021 by IHS Markit
  • Updated program and retail distribution summaries
  • Updated “Global Automotive Aftermarket Review” by Jefferies
  • Updated consumer profiles for DIY and DIFM demographics; IMR Insights on millennial light-maintenance DIYers; reasons why consumers choose DIY and DIFM outlets; DIY propensity and shop averages, replacement rates and delayed maintenance
  • Updated U.S. new- and total-vehicle registrations by IHS Markit
  • An updated hybrid-vehicles summary and vehicle operating costs
  • Updated “U.S. and Global Aftermarket Dynamics” by Northwood University
  • Updated global registration summary by IHS Markit
  • An update on the Canadian automotive aftermarket recap by DesRosiers

“This edition of the Auto Care Factbook highlights many upward trends we are seeing in today’s $392 billion auto care industry,” said Bill Hanvey, president and CEO of the Auto Care Association. “Consumer confidence and spending are increasing despite higher gas prices, hourly wages are also rising and we’ve added more than 50,000 new industry jobs in the past year. While we celebrate these upswings, it’s important to note that we continue to monitor telematics and access to data, the average age of vehicles and the health of the economy in general in relation to their impact on the industry. The Factbook takes a deep dive into these topics and many more, providing the information needed to keep thriving in our dynamic aftermarket – which is projected to be a $433 billion industry in 2021.”

The digital format allows readers to turn pages with the click of the mouse, locate data with the comprehensive “Word Search” feature and download charts, tables and graphs associated with the data.

In-Depth Analysis of Light-Vehicle Aftermarket

The Lang Annual section provides additional in-depth analysis of the light-vehicle aftermarket provided by Jim Lang, president of Lang Marketing, who is a recognized expert on the vehicle-products industry with more than 20 years of experience. The section contains:

  • Sales volume analysis of 80 key products
  • Service-market product volume by major type of service outlet
  • DIY product volume by major type of retail outlet
  • Number of jobbers in the U.S. and by geographic area
  • Distribution analysis by five major channels
  • Changes in vehicle mix
  • Bay population by major service-outlet groups
  • Analysis of growth by major auto care segment
    • Service market
    • DIY market
    • Domestic-vehicle market
    • Foreign-vehicle market
    • Distribution channels
    • Vehicle type
  • Forecasts of key auto care trends, including:
    • Domestic and foreign share of light vehicles
    • Average age of foreign and domestic light vehicles

Auto Care Association members received a complimentary copy of the Auto Care Factbook 2019 as a member benefit, along with three guest access passes. While members can purchase additional copies at $575, the non-member price for copies is $1,950. Additionally, the Auto Care Factbook & Lang Annual 2019 publication is available for $995 to Auto Care Association members and $2,995 for non-members.

To order any of these digital publications, visit www.autocare.org/factbook2019 or contact Member Services at [email protected] or 301-654-6664.

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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